About the company
About OKX OKX is a leading crypto trading app, and a Web3 ecosystem. Trusted by more than 20 million global customers in over 180 international markets, OKX is known for being the fastest and most reliable crypto trading app of choice for investors and professional traders globally. Our Singapore office is a Product and Engineering hub and we are in the progress of expanding our teams in Singapore for the continuous growth of our global business. We build and maintain core trading platform with millions of daily active users. Design, Product and Engineering teams work cross-functionally to identify customer needs, and ship high-quality new features through fast iterations.
Job Summary
What You’ll Be Doing:
📍Responsible for the team management, supervision and evaluation of customer service operations 📍To formulate and improve the workflow, business standards, management system and incentive policies of customer service operations to improve operational capacity 📍Continuously improve the level of service, improve customer feedback and solution process, all-around optimization of customer service quality 📍Develop and refine the customer service management processes, standards, systems, to ensure the quality of customer service management and constantly optimise the same time responsible for team building, day-to-day management 📍Manage customer complaint on various social media platforms and review platform 📍Monitor social media channels & review plaform for mentions, comments, and direct messages, and respond in a timely and professional manner 📍Regularly carry out the analysis of operational indicators, complete the analysis report organize and participate in the regular meeting 📍Effectively communicate information to the relevant responsible team through the customer's voice, and continuously support the optimization iteration of the product and service processes
What We Look For In You:
📍Bachelor’s degree or relevant experience of at least 3 years of customer service operations and experience working with Reclame Aqui and their solutions. Local exchange experience is a plus. 📍Fluency (Verbal & Written) in English and in one of the European languages 📍Experience leading large (>20 members) and diverse teams 📍Strong planning and interpersonal skills as well as data-driven and detail-oriented personality 📍Strong analytical and communication skills and a hands-on mentality 📍Ability to work in a cross-functional environment and to lead complex operational initiatives 📍Enthusiastic in new technologies with a strong desire to adopt technologies to improve organization effectiveness & business processes 📍Proven experience and knowledge in effective hiring, training, coaching, and people management practices
